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For Companies At a Glance
- Tasks: Lead the transformation of customer service to a predictive and personalised approach.
- Company: Join a renowned financial services firm known for retail trading and innovative technology.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: Be part of a brilliant team driving change in customer service excellence and making a real impact.
- Qualifications: Extensive experience in customer service strategy and digital-first service models required.
- Other info: This role is based in London, perfect for those seeking a vibrant city life.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
Our client is an internationally renowned financial services business specialising in retail trading, investment products and technology.
Following a period of rapid expansion, they are looking for an exceptional Head of Client Service Excellence to join their brilliant team in London.
Responsibilities will include:
- Quickly evaluate current operations against top-tier benchmarks to uncover both short-term improvement areas and long-term transformation opportunities
- Lead the shift from traditional reactive support to a forward-looking, predictive, and personalised customer service approach
- Implement performance indicators that encourage digital-first practices while ensuring compliance, efficiency, and high service standards
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You will have:
- Extensive experience driving customer service strategy and operations, delivering consistently high-impact results
- Skilled in architecting and rolling out large-scale digital-first customer service models
- Demonstrated capability to elevate service standards quickly using systematic and methodical strategies
For more information please get in touch with a copy of your CV.
Head of Client Service Excellence employer: New Street Consulting Group (NSCG)
Contact Detail:
New Street Consulting Group (NSCG) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Service Excellence
✨Tip Number 1
Familiarise yourself with the latest trends in customer service excellence, especially in the financial services sector. Understanding how top-tier companies are innovating their client service strategies will give you a competitive edge during discussions.
✨Tip Number 2
Network with professionals in the financial services industry who have experience in client service roles. Engaging in conversations with them can provide insights into the challenges and expectations of the role, which you can leverage in your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented digital-first customer service models in previous roles. Highlighting measurable outcomes from these initiatives will demonstrate your capability to drive results.
✨Tip Number 4
Research the company’s current client service operations and identify potential areas for improvement. Presenting your ideas on how to elevate their service standards during interviews will show your proactive approach and genuine interest in the role.
We think you need these skills to ace Head of Client Service Excellence
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive experience in customer service strategy and operations. Use specific examples that demonstrate your ability to deliver high-impact results, especially in digital-first environments.
Craft a Compelling Cover Letter: In your cover letter, emphasise your skills in architecting large-scale customer service models. Discuss how you can lead the shift towards a predictive and personalised customer service approach, aligning with the company's goals.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your capability to elevate service standards. Use metrics to illustrate how you've improved customer satisfaction or operational efficiency in previous roles.
Research the Company: Familiarise yourself with the company's values and recent developments in the financial services sector. This knowledge will help you tailor your application and demonstrate your genuine interest in the role and the organisation.
How to prepare for a job interview at New Street Consulting Group (NSCG)
✨Showcase Your Strategic Vision
As a candidate for the Head of Client Service Excellence, it's crucial to articulate your vision for transforming customer service. Prepare to discuss specific strategies you've implemented in the past that align with the company's goals of moving towards a predictive and personalised service model.
✨Demonstrate Data-Driven Decision Making
Highlight your experience with performance indicators and how you've used data to drive improvements in customer service. Be ready to provide examples of how you've evaluated operations against benchmarks and the impact of those evaluations on service delivery.
✨Emphasise Digital Transformation Experience
Given the focus on digital-first practices, share your experiences in architecting and rolling out large-scale digital customer service models. Discuss any challenges you faced and how you overcame them to ensure compliance and high service standards.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to lead a team through change. Think about how you would approach shifting from reactive support to a more proactive service model, and be prepared to discuss your thought process and methodologies.
